Company Description  

The Ikigai platform unlocks the power of generative AI for tabular data. We enable business users to connect disparate data, leverage no-code AI/ML, and build enterprise-wide AI apps in just a few clicks. Ikigai is built on top of its three proprietary foundation blocks developed from years of MIT research - aiMatch, for data reconciliation, aiCast, for prediction, and aiPlan, for scenario planning and optimization. Our platform enables eXpert-in-The-Loop (XiTL) for model reinforcement learning and refinement, at scale. 

Rooted in academia, Ikigai also offers unmatched educational support that upskills workforces and transforms organizations into AI-driven ones. Ikigai Academy has already trained over 6000 students from 90+ countries on topics like “No Code AI” and “Time Series Forecasting”. 

Role 

We are currently seeking a Technical Support Specialist to align with our rapidly growing customer base. This Technical Support Specialist will be responsible for providing technical assistance to Ikigai’s customers using our industry leading platform. This Technical Support Specialist role is the ideal opportunity for anyone looking to combine their technical aptitude and customer service skills with cutting-edge technology and the power of AI. 

Responsibilities:  

• Troubleshoot and resolve customer and product issues in a timely, efficient manner to ensure customer satisfaction and brand loyalty
• Act is initial point of contact for customer inbound requests for technical assistance
• Document all inbound requests/customer interactions
• Diagnose and resolve common technical issues including platform access, dashboard access & visibility, model functionality, connectivity/API functionality
• Develop and enhance your knowledge of Ikigai’s Platform through ongoing training and self paced curriculum
• Use Ikigai’s documentation repository to identify common remedies to issues
• Contribute to Ikigai’s documentation repository by adding additional remediation steps or techniques identified throughout issue resolution
• Bridge various Ikigai organizations to collaborate, and get assistance in resolving complex technical or engineering related issues
• Provide excellent customer service, maintaining a professional and courteous demeanor at all times

Qualifications:  

• 1-3 years of support agent experience
• High school diploma or equivalent required; Associate’s or Bachelor’s degree in a related field (e.g., computer science, information technology) preferred
• Ability to work independently, in a fast-paced environment, prioritizing multiple tasks and deadlines
• Familiarity with technical software development and typical SAAS software architecture including items such as AWS, Azure, API, Python, databases, data integration
• Familiarity with helpdesk software and ticketing systems, such as Zendesk
• Excellent written and verbal communication
• Excellent English language skills

Ikigai Labs is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law.